1. Connect to the Zendesk API
If you've not deployed Fin yet, you'll first need to connect to the Zendesk API. You can do that by going to Settings > Zendesk integration and entering your API details into the Zendesk API section.
To create access credentials:
In Zendesk go to: Admin Center › Apps & Integrations › Zendesk API, and create an API key.
2. Your data will be automatically synced from Zendesk
Once you've connected to the Zendesk API, your data is automatically synced. This includes user, ticket and organization attributes, and also schedules.
3. Manage the data that Fin collects
Fin names data slightly differently to Zendesk. Below we talk through each type of data available in Fin, how it maps to Zendesk and how it works.
User attributes = People data
Found in Settings > People data
Here you will see the user attributes that were synced from Zendesk (indicated via the Zendesk icon), as well as all of the default people data that Fin captures, such as operating system, country etc.
All people data captured by Fin can be passed back to Zendesk.
Its also possible to create new custom people data attributes within the Fin platform – simply hit "Create attribute" in the top right.
Ticket attributes = Conversation data
Found in Settings > Conversation data
You will see the tickets attributes that were synced from Zendesk (indicated via the Zendesk icon).
All conversation data captured by Fin can be passed back to Zendesk.
Its possible to create new conversation data attributes within the Fin platform – simply hit "Create attribute" in the top right.
Organization attributes = Company data
Found in Settings > Company data
You will see the organization attributes that were synced from Zendesk (indicated via the Zendesk icon).
All company data captured by Fin can be passed back to Zendesk.
Its possible to create new company data attributes within the Fin platform – simply hit "Create attribute" in the top right.
4. Use your data to construct workflows
Every channel you deploy Fin to has a workflow, which defines the experience that your end-users go through. Using workflows, you can use your data in several ways...
Create forked experiences based on certain data points
You create forks in your workflow which use data to define what should happen next. For example, you might want to define different behaviour for VIP customers.
This is explained here.
Populate data and pass back to Zendesk
Overview
To pass data back to Zendesk you can either populate that data manually or use AI to categorise it for you – this must be done via your workflow.
To populate data manually, you can add the "Set conversation data" step.
To populate via AI, you can add the "AI category detection" step.
Whichever option you choose, you should do this when using "Hand off to Zendesk agent" or "Create Zendesk ticket" in order to pass the data back to Zendesk onto your Zendesk ticket or live chat.
A) Edit the workflow for the Zendesk channel you're using
You'll find this by going to Deploy.
If you've not set up your channel yet, select the channel you'd like to use, and then go to the Workflow step.
For channels that are set up, just click the name of the workflow next to the channel where you'd like to do this.
B) Add a "Hand off to Zendesk agent" or "Create Zendesk ticket" step to the end of your workflow
Once you're editing your workflow, you can add either the "Hand off to Zendesk agent" step, or the "Create Zendesk ticket" step, depending on which option makes most sense. In the example below, we're using both optons depending on wether its during office hours.
C) Hit "Add step"
D) Select "Set conversation data" or "AI category detection"
Selecting "Set conversation data" allows you manually define what an attribute should be:
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Selecting "AI category detection" allows you to populate attributes using AI:
 If you see "Add description" like in the image above, you'll need to:
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